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Table of Contents
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Overview

PCR-360 can be set up to notify an entire 'Workgroup', or the Manager of a Workgroup when that Workgroup is added to the 'Workflow' of a 'Service Desk Item'. 

This process can be used for other forms of messaging when specific actions occur.  For more details, please see the pages for 'Events', 'Escalations/Notifications' and 'Custom Events'.

For the two recommended ways of setting up the Notifications, if the Workgroup is updated within Service Desk to a different Workgroup, the new Workgroup will not be sent a message alerting them of the assignment.  PCR presently does not support the ability to notify based on when a Workgroup Assignment change event occurs. We welcome a feature request to examine adding this functionality in the future.

Using Notifications, regardless of the Workgroup, for Alerts

Excerpt


  1. Navigate to "Admin > Escalations/Notifications > Notifications".
  2. Click the Add buttonImage Added on the 'Notifications Grid'.
    Add New Notification Form exampleImage Added
  3. Setup the Notification with the following criteria:
    • Event: Service Desk Workflow Start Date
    • Title: PCR-360 Workflow Assignment
    • Subject: PCR-360 Assignment to ##SDWF_WORKGROUP##
    • To: ##SDWF_WORKGROUP_WORKERS_EMAIL##
      • A different variable can be used to set who should be notified, if only the Manager (##SDWF_WORKGROUP_MANAGER##) or other individual needs to be notified instead of all Workgroup members.
    • Personalize the Notification in the Body
      sample of completed NotificationImage Added
  4. Click the Save New buttonImage Added to save the Notification.
  5. Whenever a Workgroup is Assigned to a Service Desk Item, all members of that Workgroup will be sent a message informing them of that fact.
    • Note: If the Workgroup is updated within Service Desk to a different Workgroup, the new Workgroup will not be sent a message alerting them of the assignment.
      • When changing the Workgroup on a Workflow, it is recommended to deleted the current Workflow, and add a new one for the newly desired Workgroup, so that the new Workgroup can be alerted to the assignment.

Using Notifications and Escalations to Target Workgroups for Alerts

  1. Navigate to "Admin > Escalations/Notifications > Notifications".
  2. Click the Add buttonImage Added on the 'Notifications Grid'.
    Add New Notification Form exampleImage Added
  3. Setup the Notification with the following criteria:
    • Check the box for: For Escalation
    • Event: Service Desk Workflow Added
    • Title: PCR-360 Workflow Assignment (Escalation)
    • Subject: PCR-360 Assignment to ##SDWF_WORKGROUP##
    • To: ##SDWF_WORKGROUP_WORKERS_EMAIL##
      • A different variable can be use to set who should be notified, if only the Manager (##SDWF_WORKGROUP_MANAGER##) or other individual needs to be notified instead of all Workgroup members.
    • Personalize the Notification in the Body
      Add New Notification Form exampleImage Added
  4. Click the Save New buttonImage Added to save the Notification.
  5. Navigate to "Admin > Escalations/Notifications > Escalations".
  6. Click the Add buttonImage Added on the 'Sequence Grid'.
    Add New Escalation Form exampleImage Added
  7. Setup the Escalation with the following criteria:
    • Start Event: Service Desk Workflow Added (per the Notification setup previously)
    • Escalation Name: Workflow Added
  8. Click the Save New buttonImage Added to save the Escalation.
  9. Set the Status to ActiveImage Added.
  10. Add a 'Sequence' to the Escalation by clicking the Add buttonImage Added on the 'Sequence Grid'.
    Escalation Sequence form exampleImage Added
  11. Setup the Escalation Sequence with the following criteria:
    • Type: Workgroup
    • Time to Wait: desired delay before the Notification is sent
    • Sequence #: desired sequence number
    • Notification: PCR-360 Workflow Assignment (Escalation) (per the Notification setup previously)
  12. Click the Save New buttonImage Added to save the Escalation Sequence.
  13. Go to the 'Criteria' tab on the Escalation form.
  14. Click the Add buttonImage Added on the 'Criteria Grid'.
    Escalation Criteria form exampleImage Added
  15. Define Criteria for what Workgroups should receive the message.
  16. Setup the Escalation Criteria with the following values:
    • Description: detail of what the criteria is doing
    • Data: SDWF_WORKGROUP
    • Comparison: Equals
    • Sdwf Workgroup Value: Select the desired Workgroup
  17. Click the Save New buttonImage Added to save the Escalation Criteria.
  18. The Escalation should look as follows:
    Escalation Form example of the SequencesImage Added
    Escalation Form example of the CriteriaImage Added
  19. Whenever a Workgroup that matches the Criteria is Assigned to a Service Desk Item, all members of that Workgroup will be sent a message informing them of that fact.
    • Note: If the Workgroup is updated within Service Desk to a different Workgroup, the new Workgroup will not be sent a message alerting them of the assignment.
      • When changing the Workgroup on a Workflow, it is recommended to deleted the current Workflow, and add a new one for the newly desired Workgroup, so that the new Workgroup can be alerted to the assignment.